Controlled Doc. # EDM-123713487 Ver: 2.1 Last Modified: Thu Apr 12 2018 CISCO PUBLIC Cisco Business Critical Services General Terms.docx Page 1 of 40 CISCO BUSINESS CRITICAL SERVICES GENERAL TERMS Note: This document must be read in conjunction with the Foundation Theme, Acceleration Theme, and Transformation Theme documents. This document describes Cisco Business Critical Services: Incorporation by Reference: The Glossary of Terms, List of Services Not Covered, and Severity and Escalation Guidelines posted at www.cisco.com/go/servicedescriptions/ are incorporated by reference into this Service Description. If you purchased the Services directly from Cisco, your Master Agreement (as defined in the Glossary of Terms identified above) is also incorporated by reference. If there is a conflict between this Service Description and any of the documents listed above, this Service Description governs such conflict. If you purchased the Services through a Cisco Authorized Reseller, then your contract, if any, is between you and your Cisco Authorized Reseller. As such, this Service Description is for informational purposes only and is not a contract between you and Cisco. Your Cisco Authorized Reseller should provide you with a copy of this Service Description and related documents, or you can obtain a copy at www.cisco.com/go/servicedescriptions/. Cisco Business Critical Services constitutes this document which describes the General Terms of the Service, the Foundation Theme, Acceleration Theme, and Transformation Theme documents which describes the Deliverables provided by the Service. CISCO BUSINESS CRITICAL SERVICES GENERAL TERMS https://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/Cisco_Business_Critical_Services_General_Terms.pdf CISCO BUSINESS CRITICAL SERVICES FOUNDATION THEME https://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/Cisco_Business_Critical_Services_Foundation_Theme.pdf CISCO BUSINESS CRITICAL SERVICES ACCELERATION THEME https://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/Cisco_Business_Critical_Services_Acceleration_Theme.pdf CISCO BUSINESS CRITICAL SERVICES TRANSFORMATION THEME https://www.cisco.com/c/dam/en_us/about/doing_business/legal/service_descriptions/docs/Cisco_Business_Critical_Services_Transformation_Theme.pdf
Transcript
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CISCO BUSINESS CRITICAL SERVICES
GENERAL TERMS
Note: This document must be read in conjunction with the Foundation Theme, Acceleration
Theme, and Transformation Theme documents.
This document describes Cisco Business Critical Services:
Incorporation by Reference: The Glossary of Terms, List of Services Not Covered, and Severity and Escalation Guidelines posted at www.cisco.com/go/servicedescriptions/ are incorporated by reference into this Service Description.
If you purchased the Services directly from Cisco, your Master Agreement (as defined in the Glossary of Terms identified above) is also incorporated by reference. If there is a conflict between this Service Description and any of the documents listed above, this Service Description governs such conflict.
If you purchased the Services through a Cisco Authorized Reseller, then your contract, if any, is between you and your Cisco Authorized Reseller. As such, this Service Description is for informational purposes only and is not a contract between you and Cisco. Your Cisco Authorized Reseller should provide you with a copy of this Service Description and related documents, or you can obtain a copy at www.cisco.com/go/servicedescriptions/.
Cisco Business Critical Services constitutes this document which describes the General Terms of the Service, the Foundation Theme, Acceleration Theme, and Transformation Theme documents which describes the Deliverables provided by the Service.
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Cisco Business Critical Services are intended to supplement a current support agreement for Cisco
Products, and are only available where all Products in Customer’s Network are supported through a
minimum of core Services such as Cisco Smart Net Total Care™, Limited Lifetime Warranty, Software
Application Services, or the Partner Support Service offering from within the Cisco Services Partner
Program.
Cisco shall provide Quote(s) for Services (“Quote”) identifying the specific offerings within Cisco Business
Services you are purchasing, the corresponding SKU(s) as shown in the section Cisco Business Critical
Services SKUs, and the extent of the Services and duration that Cisco shall provide such Services. Cisco
shall receive a Purchase Order that references the Quote agreed between the parties and, additionally,
Customer acknowledges and agrees to the terms contained therein. Cisco shall provide the Cisco
Business Critical Service(s) as selected and detailed on the Purchase Order and Quote for which Cisco
has been paid the appropriate fee.
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TABLE OF CONTENTS
CISCO BUSINESS CRITICAL SERVICES .......................................................................................... 1
Cisco Business Critical Services General Terms ............................................................................................................ 1
Cisco Business Critical Services Foundation Theme ...................................................................................................... 1
Cisco Business Critical Services Acceleration Theme .................................................................................................... 1
Cisco Business Critical Services Transformation Theme ............................................................................................... 1
TABLE OF CONTENTS ................................................................................................................. 3
1—CISCO BUSINESS CRITICAL SERVICES OVERVIEW ................................................................... 6
1.1 – FOUNDATION THEME ................................................................................................................................................ 7
2.1.4 – Network Management and Orchestration ........................................................................................................ 9
2.2 – CISCO DATA CENTER AND CLOUD SERVICES .......................................................................................................................... 10
2.2.1 – Computing Systems .......................................................................................................................................... 10
2.2.2 – Data Center Switching ...................................................................................................................................... 10
2.2.3 – Storage Area Networking .................................................................................................................................. 10
2.2.5 – Data Center Orchestration and Automation ..................................................................................................... 10
2.5.2 – Mobility Policy and Access ................................................................................................................................ 13
2.6 – CISCO SERVICE PROVIDER VIDEO SERVICES ........................................................................................................................... 13
2.6.1 – SP Video Infrastructure ..................................................................................................................................... 13
2.6.2 – Next Gen Cable Access ...................................................................................................................................... 13
2-7 – CISCO INTERNET OF THINGS (IOT) SERVICES ......................................................................................................................... 14
2.7.1 – IoT Edge and Fog Compute ............................................................................................................................... 14
3—CISCO BUSINESS CRITICAL SERVICES SKUS ............................................................................ 15
4—RESPONSIBILITIES OF THE PARTIES ....................................................................................... 17
4.1.3 – MEETINGS, COMMUNICATION, AND COLLABORATION .......................................................................................................... 21
4.1.4 – DOCUMENTATION AND INFORMATION REQUESTS ............................................................................................................... 22
4.2.3 – MEETINGS, COMMUNICATION, AND COLLABORATION .......................................................................................................... 32
4.2.4 – DOCUMENTATION AND INFORMATION REQUESTS ............................................................................................................... 32
4.2.7 – TECHNICAL ASSISTANCE CENTER ..................................................................................................................................... 37
4.2.8 – PROCESS AND PROCEDURES ........................................................................................................................................... 38
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4.2.9 – POLICIES, ACCESS, AND SAFETY ....................................................................................................................................... 38
4.2.11 – SERVICE TERMINATION ............................................................................................................................................... 39
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1—CISCO BUSINESS CRITICAL SERVICES OVERVIEW
Cisco Business Critical Services provide the Services described below, which assist the Customer with Cisco
infrastructure, applications and technology, and Network infrastructure. Deliverables provided under Cisco
Business Critical Services are aligned by themes, capabilities, and technologies supported.
Note: The diagram below is for illustrative purposes only.
CISCO BUSINESS CRITICAL SERVICES
FOUNDATION ACCELERATION
THEMES
TRANSFORMATION
CAPABILITIES
DELIVERABLES
PLATFORM INSIGHTS DESIGN REVIEW STRATEGY AND
ANALYSIS
FOUNDATIONAL ANALYTICS
Health Insights
DESIGN ENGINEERING
Design and Validation
ARCHITECTURE STRATEGY AND
PLANNING
Architecture Definition
TECHNOLOGIES SUPPORTED Routing and Switching
Network Management and Orchestration
Data Center Switching
Data Center Orchestration and Automation
Unified Communications
Network Security
SP Video Infrastructure
Next Gen Cable Access
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1.1 – FOUNDATION THEME
The Foundation theme of Cisco Business Critical Services provides capabilities and Deliverables in
support of availability, performance, security compliance, and management of Cisco infrastructure and
application environment.
Note: For detailed description of Cisco Business Critical Services Foundation theme, capabilities, and Deliverables, refer to the following related document: www.cisco.com/go/servicedescriptions/Cisco Business Critical Services Foundation Theme
1.2 – ACCELERATION THEME
The Acceleration theme of Cisco Business Critical Services provides capabilities and Deliverables in
support of design and validation, application insights, threat analytics, automation, security programs,
and hardening of Cisco infrastructure and application environment.
Note: For detailed description of Cisco Business Critical Services Acceleration theme, capabilities, and Deliverables, refer to the following related document: www.cisco.com/go/servicedescriptions/Cisco Business Critical Services Acceleration Theme
1.3 – TRANSFORMATION THEME
The Transformation theme of Cisco Business Critical Services provides capabilities and Deliverables in
support of strategy, architecture alignment, design, deployment strategy, and adoption strategy for
scaling of Cisco infrastructure and application environment.
Note: For detailed description of Cisco Business Critical Services Transformation theme, capabilities, and Deliverables, refer to the following related document: www.cisco.com/go/servicedescriptions/Cisco Business Critical Services Transformation Theme
- 2.2.1 – Computing Systems - 2.2.2 – Data Center Switching - 2.2.3 – Storage Area Networking - 2.2.4 – Application Centric Infrastructure - 2.2.5 – Data Center Orchestration and Automation - 2.2.6 – Tetration
2.3 – Cisco Collaboration Services
- 2.3.1 – Unified Communications - 2.3.2 – Video Collaboration - 2.3.3 – Customer Care - 2.3.4 – Cloud Meetings and Messaging - 2.3.5 – Hosted Collaboration Solution
(Software and Hardware) and Software Subscription Licenses.
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2.3 – Cisco Collaboration Services
Cisco Collaboration Services provide support for the following technologies:
2.3.1 – UNIFIED COMMUNICATIONS
Unified Communications (UC) technology-aligned Services support Cisco Collaboration Product families
and technologies that may include, but are not limited to, call control, voicemail, instant messaging and
presence, analytics and reporting, emergency response, mobility, and endpoints.
2.3.2 – VIDEO COLLABORATION
Video Collaboration technology-aligned Services support Cisco Collaboration Product families and
technologies that may include, but are not limited to, call control, video conferencing, personal meeting
rooms, analytics and reporting, room and immersive video endpoints, desktop video endpoints,
personal video endpoints, video infrastructure, and video applications.
2.3.3 – CUSTOMER CARE
Customer Care technology-aligned Services support Cisco Collaboration Product families and
technologies that may include, but are not limited to, call control, call routing, interactive voice
response, scripting, omni-channel and self-Service Solutions, and analytics and reporting.
2.3.4 – CLOUD MEETINGS AND MESSAGING
Cloud Meetings and Messaging technology-aligned Services support Cisco Collaboration Product families
and technologies that may include, but are not limited to, on-premise and cloud conferencing, personal
meeting rooms, analytics and reporting, cloud Collaboration platform and hybrid Services, and cloud
instant messaging and presence.
2.3.5 – HOSTED COLLABORATION SOLUTION
Hosted Collaboration Solution (HCS) technology-aligned Services support Cisco Collaboration Product
families and technologies that may include, but are not limited to, hosted Collaboration provisioning and
fulfillment, management, analytics and reporting, and Service assurance.
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2.4 – Cisco Security Services
Cisco Security Services provide support for the following technologies:
2.4.1 – NETWORK SECURITY
Network Security Services include, but are not limited to, Cisco Security Products and Solutions including
next generation firewall and next generation Intrusion Prevention Systems (IPS). Services support all
Products and Solutions, including Customer Networks and Networking technologies that are non-Cisco.
2.4.2 – CLOUD SECURITY
Cloud Security Services include, but are not limited to, Cisco Cloud Security, including Cisco Umbrella™,
and Cloudlock®. Services also support non-Cisco applications and Customer-developed applications.
2.4.3 – SECURITY POLICY AND ACCESS
Security Policy and Access Services include, but are not limited to, Cisco Policy and Access Products,
including Identity Services Engine (ISE) and AnyConnect® VPN. Services also support Customer-defined
security policies and physical security defenses.
2.4.4 – ADVANCED THREAT
Advanced Threat Services include, but are not limited to, Advanced Threat Products and Solutions such
as Cisco Advanced Malware Protection (AMP) technologies, Stealthwatch®, and Cognitive Threat
Analytics. Services also support non-Cisco Security technologies that protect against advanced threats.
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2.5 – Cisco Service Provider Mobility Services
Cisco Service Provider (SP) Mobility Services provide support for the following technologies:
2.5.1 – PACKET CORE TECHNOLOGY
Packet Core or Virtual Packet Core technology-aligned Services support Cisco 2G, 3G, and 4G Packet
Core for the following solutions:
Cisco MME Mobility Management Entity Cisco PGW Packet Data Network Gateway Cisco SGW Serving Gateway Cisco ePDG Evolved Packet Data Gateway Cisco SGSN Serving GPRS Support Node Release 8
2.5.2 – MOBILITY POLICY AND ACCESS
Mobility Policy and Access technology-aligned Services support the Cisco Self-Optimizing Network (SON)
Solution and Cisco Policy Suite (CPS).
Cisco SON automates the engineering-intensive task of optimizing the Radio Access Network (RAN). It
helps Customer with performance, dropped calls, and multiple technologies that comprise the RAN
(across macro / micro cells).
Cisco Policy Suite (CPS), a policy management Solution that helps the Customer create and deploy
Services through an architecture that supports application-centric policy capabilities. CPS is a policy
control platform that can be deployed across all access Networks.
2.6 – Cisco Service Provider Video Services
Cisco SP Video Services provide support for the following technologies:
2.6.1 – SP VIDEO INFRASTRUCTURE
SP Video Infrastructure technology-aligned Services support one or more end-to-end video Solutions:
Broadcast Video: Such as QAM-based broadcast and Switch Digital Video (SDV) Video On-Demand (VOD): QAM-based VOD such as CDN and TSTV IP Video: Such as cDVR, Linear Video (such as Broadcast Video), and OTT IP VOD: IP-based VOD delivery to managed and unmanaged devices
2.6.2 – NEXT GEN CABLE ACCESS
Next Gen Cable Access technology-aligned Services support Cable Modem Termination System (CMTS),
- 4.2.1 – Limitations - 4.2.2 – Personnel - 4.2.3 – Meetings, Communication, and Collaboration - 4.2.4 – Documentation and Information Requests - 4.2.5 – Cisco Tools - 4.2.6 – Technical Knowledge Library - 4.2.7 – Technical Assistance Center - 4.2.8 – Process and Procedures - 4.2.9 – Policies, Access, and Safety - 4.2.10 – Transformation Management Office - 4.2.11 – Service Termination
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4.1— General Cisco Responsibilities Cisco Business Critical Services consist of the provision of Services described in this Service Description,
where available, which Cisco shall provide for the Customer’s Network during Standard Business Hours
(unless stated otherwise). Services provided by Cisco are delivered remotely unless otherwise noted.
Cisco shall provide the following General Support provisions for all Services selected by Customer.
SECTION NAVIGATION
General Cisco Responsibilities may include one or more of the following responsibilities as necessary to
provide a specific Service, each bookmarked for easier navigation:
4.1— GENERAL CISCO RESPONSIBILITIES
- 4.1.1 – Limitations - 4.1.2 – Personnel - 4.1.3 – Meetings, Communication, and Collaboration - 4.1.4 – Documentation and Information Requests o 4.1.4a – General Information o 4.1.4b – Hardware and Software o 4.1.4c – Architecture Strategy, Design, and Tools o 4.1.4d – Software / Configuration / Regulatory Compliance and Remediation o 4.1.4e – Implementation / Change o 4.1.4f – Validation and Testing o 4.1.4g – Metrics Management o 4.1.4h – Operations Management o 4.1.4i – Instrumentation Management o 4.1.4j – Optical Networking o 4.1.4k – Wireless Networking o 4.1.4l – Network Mgmt. and Orchestration, Data Center Orchestration and Automation o 4.1.4m – Unified Communications, Customer Care, Video Collaboration, Cloud Meetings and
Messaging o 4.1.4n – Network Security, Security Policy and Access, Cloud Security, Advanced Threat
- 4.1.5 – Cisco Tools o 4.1.5a – Data Collection Tools o 4.1.5b – Cisco Cloud Hosted Analytics and Insights Portal o 4.1.5c – Cisco OnPrem Analytics and Insights Tool o 4.1.5d – Software / Configuration / Regulatory Compliance Remediation Tool
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4.1.1 – Limitations
4.1.1a Data Center Orchestration and Automation
The following products are supported by the technology component and associated Deliverables specified in the Quote:
- Automation, Integration, and Management (AIM) technology component supported Deliverables is based on, but not limited to the following products: Cisco ONE™ Enterprise Cloud Suite Solutions such as Cisco Unified Computing System™ (UCS®) Director (UCS-D), Cisco Prime Service Catalog (PSC), Cisco Process Orchestrator (CPO), Cisco UCS Performance Manager (UCSPM), Cisco UCS Manager (UCSM), Cisco UCS Central (UCSC), Cisco Cloud Center (CCC), Cisco Prime Data Center Network Manager (DCNM), and other future Cisco infrastructure and Software Products for Hybrid Cloud and IT Automation.
- Network Services Orchestration (NSO) technology component supported Deliverables is based on Cisco Network Services Orchestrator (NSO) product.
4.1.1b Network Management and Orchestration
The following products are supported by the technology component and associated Deliverables specified in the Quote:
- Operations Support System (OSS) and Network Management System (NMS) technology component supported Deliverables is based on, but not limited to the following products: Cisco Application Policy Infrastructure Controller Enterprise Module (APIC-EM), Cisco Digital Network Architecture (DNA) Center, Cisco Prime® Infrastructure, Cisco Prime Network, Cisco Prime Optical, Cisco Prime Central, Cisco Prime Performance Manager, Cisco Prime Provisioning, Cisco Prime Access Registrar, Cisco Prime Network Registrar, Cisco Evolved Programmable Network (EPN) Manager, Cisco WAN Automation Engine (WAE), and other Cisco OSS / Network Management Software.
- Network Services Orchestration (NSO) technology component supported Deliverables is based on Cisco Network Services Orchestrator (NSO) product.
4.1.1c Data Center Switching
For Cisco Application Control Engine (ACE) the Design Review Deliverable under Acceleration Theme is the only supported Deliverable.
4.1.1d Optical Networking
For supported Design Engineering Deliverables:
- Cisco Transport Planner is used as the Design plan of record. - Limited to providing recommendations to the network design.
For supported Design Development and Design Change Support Deliverables the following are not covered:
- Cisco Transport Design Generation and updates. - Script reviews and recommendations, Custom-developed objects or code Script Support. - Data Communications Network (DCN) determination of GNE locations, OSPF areas, IP addressing
strategy and plan, Optical Service Channel (OSC) configuration.
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- TDM timing primary and secondary source locations based on traffic demands and service Circuit types.
- Third-party applications, integrations, determination of requirements for systems integration of both the optical solution and Network Management.
- Reconciling of report data for determination of design requirements. - Optical Systems BOM creation. - OSS/BSS integration and SNMP trap determination. - Design for circuit restoration routing.
4.1.1e Software / Configuration / Regulatory Compliance and Remediation
The following are supported Platforms and OS types for the following Deliverables:
o Software Compliance and Remediation o Configuration Compliance and Remediation o Regulatory Compliance and Remediation
Cisco Platforms and Operating Systems Supported
Cisco-Supported Platforms Cisco-Supported OS
Cisco CRS, XRS Cisco IOS XR
Cisco ASR 1k, 9k Cisco IOS
Cisco ISR 1, ISR 2 Cisco NX-OS
Cisco Nexus 1k, 2k, 3k,5k, 7k, 9K Cisco IOS-XE
Cisco 6xxx, 7xxx Cisco ASA
Cisco Catalyst 29xx, 3xxx, 49xx, 6xxx
Cisco Wireless Access Point
Cisco Network Convergence System
Cisco Wireless LAN Controller 2500, 3500,
5500, 8500
Cisco ASA 5000 Series
Non-Cisco Platforms and OS Supported
Non-Cisco-Supported Platforms Non-Cisco-Supported OS
Juniper Jun-OS F5 TMOS
Juniper SRX Comware Adtran AOS
Juniper Screen OS Arista EOS
Huawei VRP ALU
Huawei H3C
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4.1.2 – Personnel
Provide a single point-of-contact ("Cisco Service Delivery Manager") for all issues relating to the Services.
Designate an Engineer (“Cisco Advanced Services Engineer”) to act as the primary interface with Customer for its Network.
Customer-directed tasks to be performed by Cisco Advanced Services Engineer shall be governed by the Service and Deliverables ordered by the Customer and are subject to Cisco approval, which shall not be unreasonably withheld.
Designate a project manager (“Cisco Project Manager” or “Cisco PM”) for coordinating and managing Cisco resources and responsibilities under this Service.
Designate a backup contact when the project manager is not available. Supply Cisco project team personnel with a displayable form of identification to be worn at all times
during Services activities at Customer’s facility. Provide all Services in the English language unless otherwise agreed upon by Customer and Cisco. Provide the Services during Standard Business Hours, unless stated otherwise. Cisco reserves the right to determine which of its personnel shall be assigned to a particular project,
and to replace or reassign such personnel, and/or subcontract to qualified third persons part or all of the performance of any service hereunder. Should Customer request the removal or reassignment of any Cisco personnel at any time, Customer shall be responsible for extra costs relating to such removal or reassignment of Cisco personnel. Cisco shall not have any liability for any costs that may occur due to project delays related to such removal or reassignment of Cisco personnel.
Ensure Cisco employees (including Cisco subcontractors) conform to Customer’s reasonable workplace policies, conditions, and safety regulations that are consistent with Cisco’s obligations herein and provided to Cisco in writing prior to commencement of the Services, provided, however, that Cisco’s personnel or subcontractors shall not be required to sign individual agreements with Customer nor waive any personal rights.
4.1.3 – Meetings, Communication, and Collaboration
Schedule with the Customer up to four (4) quarterly visits per year (not to exceed eight (8) days in aggregate) to Customer's site to review accomplishments from the Services and plan for the next quarter. Additional visits will be mutually agreed upon at Cisco’s then-current travel and labor rates.
Schedule periodic conference calls (e.g., weekly, monthly) to review Customer’s project status and progress of current Deliverables and activities.
Note: The quantity of any meetings, reporting, and efforts for ongoing activities described herein will vary depending on Customer requirements and what Customer and Cisco agree upon when Services are purchased as identified in the Quote for Services provided by Cisco.
Make Collaboration tools available for hosting meetings, managing Documentation, instant messaging, desktop sharing, and collaborative spaces.
Establish and monitor a Customer-specific Cisco email alias to facilitate communication with the primary Cisco Services Engineer as well as the engineers on the Cisco Services project delivery team.
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4.1.4 – Documentation and Information Requests
Collect and analyze information reasonably required to provide the Services using one or more methods, including:
- Cisco Data Collection Tools, third-party tools, interviews, questionnaires, worksheets, or other sources.
- One or more scheduled meetings, interviews, and/or workshops (virtual or in person as determined by Cisco).
Note: Cisco may include a non-exhaustive list of specific information needed in the Deliverable description sections under the heading “Additional Information to be Collected.”
Information to be collected to provide the Services includes the following, as Cisco deems necessary:
4.1.4a – General Information
- Corporate strategy, business goals and objectives, business imperatives, strategic initiatives, and business drivers enabled by technology (e.g., Software Define Networking, Cloud, Digital, Virtualization).
- Customer requirements, strategy and objectives, priorities, alignment with business goals / initiatives, dependencies, success factors, and timeframe of Customer projects and Cisco Deliverables.
- Current deployment overview, priorities, timelines, and future plans such as consolidation, service expansion, and service evolution to align with requirements.
4.1.4b – Hardware and Software
- Deployed devices, system inventory, and Hardware levels. - Serial numbers and firmware versions. - Addressing (IPv4, IPv6). - Planned or recent upgrades. - Software requirements, release standards and conformance objectives, and selection process. - Work practices for establishing and managing Software release standards, including grouping of
Software releases into Customer-specific tracks. - Deployed Software levels and conformance to Software release standards. - Software testing, staging, deployment, troubleshooting, and maintenance process and
procedures. - Software migration triggers, implementation strategy, and methodology. - List of features that require support by the Software or a specific Software version for review.
4.1.4c – Architecture Strategy, Design, and Tools
- Business and technical goals, strategic plans and imperatives, and relation to architecture strategy.
- Network, Services, applications, and how they are enabled and influenced by the strategy including their priorities, dependencies, and requirements.
- Business case and financial analysis model. - Business and technical use cases supported by the future-state vision, objectives, and
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- Logical and physical architecture, high-level and low-level topology diagram with layers (network, compute, storage) Level 4 (L4) through Level 7 (L7) Service devices, application platforms, and WAN diagrams.
- Business and technical requirements for policy-enabled infrastructure. - Current design and planned design. - Proposed design change goals, plans, dependencies, and expected impact, including any risk and
mitigation plans on Customer-deployed architecture, designs, processes, or application policies. - Solution-oriented-goals, migration plan, schedule, dependencies, migration / implementation
requirements, plans, and procedures. - Future-state end-to-end architecture, strategy, business case, and requirements definition. - Current and future infrastructure, Cisco Software application or Service Solution feature and
functionality requirements, priorities, timeline, and planned changes related to design enhancements to meet business and operational goals.
- Software / Operating System (OS) feature and configuration data, and configuration policies. - Prior audits and assessments. - Standards, specifications, and sizing calculations. - Feature and protocol design, selection, and configuration. - Layer 2 and Layer 3 services strategy and specifications. - Technology use cases and diagrams. - Application traffic demands and requirements. - Performance and capacity demands, requirements, reports, thresholds, trends, and sizing
calculations. - Operational process management capabilities, assessments, constraints, and challenges. - Operations and NMS architecture. - Security considerations, including threat, security risks, and mitigation considerations. - Internal and external standards, and policy compliance requirements.
4.1.4d – Software / Configuration / Regulatory Compliance and Remediation
- Network device details including login credentials, location, current and target Software information, and current configuration and remediated configuration information.
- Change-window plans, success criteria, and network devices selected per change window. - Complete and accurate Customer’s Method of Procedures (MOP), pre-check and post-check
documents, and Cisco-recommended best practices applicable to the change documented in the Cisco Change Implementation Review and Recommendation Report.
4.1.4e – Implementation / Change
- Priority and impact of proposed changes, and change schedule. - Operational and change management process, owners, and change-control policy / process. - Maintenance windows and any other change-related constraints. - Migration / implementation plan. - Method of procedures (MOPs) and rollback procedures for changes (e.g., Hardware, Software,
configuration, and application / tool). - Process and procedures performed prior to and following a change. - Change-related testing strategy, test plans, and testing results. - Change-impact analysis. - Change-control process and schedule.
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- Specific to Data Center Orchestration and Automation, Network Management and Orchestration: o Management toolset Product(s) and Product versions to be upgraded.
4.1.4f – Validation and Testing
- Customer’s business goals, priorities, risks, goals and expectations of testing process, and any constraints or challenges.
- Customer’s test environment, capabilities, resources, constraints, and challenges. - Customer’s current testing practices, operational practices, test tools, and lab strategy. - Customer’s Solution-oriented testing goals, testing capabilities, current test automation
platforms, and test automation needs and requirements. - Production device configurations for testing, if needed.
4.1.4g – Metrics Management
- Desired business outcomes from the IT Services provided by the IT Infrastructure. - Key performance indicators (KPI), key quality indicators (KQI), performance and operational
metrics, critical success factors, and thresholds that may be influenced or improved by Services. - Customer’s goals, functional risk priorities, operational practices, and KPI reporting
requirements, processes, thresholds, and systems. - Metrics reporting including baseline, thresholds, and trends reports. - Current or planned operational metric report tools and reporting dashboards.
4.1.4h – Operations Management
- Standard operating procedure Documentation and run books related to operational processes - IT Service Management (ITSM) process, owners, tool design, implementation, roles and
responsibilities including but not limited to the following areas:
o Change Management o Release and Deployment
Management o Transition Planning and Support o Service and Validation Testing o Knowledge Management
o Incident Management, Problem Management
o Continual Service Improvement o Asset and Configuration
Management o Service Level Management
- Operations and management architecture, objectives, and requirements. - Operational collateral (e.g. run books) and workflows. - Internal incident escalation process and contact information.
4.1.4i – Instrumentation Management
- Network Management goals and business requirements. - Network architecture and design. - Network Management Instrumentation architecture and design. - Current and future-state design requirements, priorities, and goals. - Network management instrumentation capabilities desired versus in use. - Devices used to provide instrumentation and intended usage. - Monitoring and management tools and reports.
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- System-related performance, operational state / operational-related data, diagnostic information, and resource utilization data.
4.1.4j – Optical Networking
- Current and applicable Cisco ONS and Network Convergence System, Dense Wave Division Multiplexing (DWDM) network, and Cisco Transport Design (CTP) file(s).
- Redundancy and prioritization via quality of service. - Service circuit restoration (if applicable). - DWDM, Optical Transport Network (OTN), Synchronous Optical Network (SONET), Data
Communications Network (DCN) and Metro Ethernet (such as VLANs, subnet isolation), network timing requirements, SONET and data integration readiness, and DCN architecture overlay.
- Node level software and hardware configuration.
4.1.4k – Wireless Networking
- Radio Frequency requirements, coverage, interference, and performance data. - Access point (AP) locations, antenna types, frequency plan, and power levels versus the
documented design. - Subscriber / end-customer Service requirements. - Subscriber Service-related technical Solutions. - Subscriber mobility requirements. - Vertical market / venue requirements. - Analytics, location, security, and operational requirements. - Current or planned project-specific requirements. - Provisioning process. - Wireless security policy and architecture. - Physical layout of the site(s), including floor maps, site maps, site surveys, cabling, peripheral
equipment, and power sources. - Customer site physical security and building security layouts. - Types of client devices.
4.1.4l – Network Management and Orchestration, Data Center Orchestration and
Automation
- Business, operational, and technical goals and objectives to be supported by the management Solution architecture.
- Management Solution architecture model, functional management capabilities, and requirements (e.g., programmatic ability, type of insights).
- Operational dependencies, integration, and compatibility requirements to be supported by the management Solution architecture.
- Management Software Solution functional risk priorities, application profile, operational practices, technology roadmaps, and infrastructure Solution testing and deployment capabilities.
- Management Software Solution, priorities, capabilities, processes, and maintenance objectives. - Specific to Cloud Management Automation / Service Orchestration: o Service Orchestration / Management Automation strategy and toolset, along with
associated workflows. o Business drivers enabled by the Solution.
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o Processes and roles. o Current and future process objectives and metrics. o Data, scripts, or internal tools the Cisco Engineer can use to assist in collecting data from the
Customer operations environment (if requested).
4.1.4m – Unified Communications, Customer Care, Video Collaboration, Cloud Meetings
and Messaging
- Collaboration protocol and dial-plan design(s). - Application integration(s). - Specific to Adoption Support: o Collaborate with Cisco to evaluate and execute adoption assessments. o Collaborate with Cisco to ensure the relevance and workability of all project activities. o Lead the implementation of the change management plan with guidance from Cisco. o Make existing organization communication channels available. o Facilitate communications with and access to stakeholders, especially executive sponsor.
- Specific to Unified Communications: o Customer voice and Network security requirements (business and technical). o Current Collaboration and Network security policy and state of implementation. o Voice traffic flows and voice network topology.
- Specific to Customer Care: o Unified Contact Center script Documentation developed by both Customer internal
resources and third-party vendors for identified scripts to be reviewed by Cisco. o Call-routing script library, Call-flow diagrams, and skill-group configurations.
- Specific to Video Collaboration: o Video Collaboration infrastructure topology diagrams and information about the current
video architecture, configuration of video devices, and security policies. o Video Collaboration business plans describing goals, objectives, growth, and metrics
guidelines, which include Customer architectural and Network constraints.
- Business and information security goals, strategies for information security, and relation to business objectives.
- Information security charter, policies, standards, and other associated Documentation. - Business-critical assets and known threats - Security architecture, topology diagrams, policy and device configurations, and planned changes
to security infrastructure. - Corporate policy and procedures. - Security policy and procedures, security governance process. - Regulatory and contractual compliance requirements. - Control selection and design Documentation based upon security standard and/or regulatory
requirements. - IT / Information security risk assessment(s) and audit reports. - IT / Information security organizational structure and regulatory environment. - IT Risk management processes, procedures, methodology, and use of automation. - Customer’s risk management, compliance, and legal obligations for IT risk management.
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- Customer’s operational risk management framework, enterprise risk management strategy, and the role IT plays.
- Risk management and information / application security policies, standards, and procedures. - Data and system classification policies, guidelines, and inventories. - Business and IT process Documentation; disaster recovery and incident response plans; system
and infrastructure configurations; third-party contracts; and management reporting. - Security measurement program capabilities, security metrics, operational processes, and
management dashboards. - Specific to Security Assessments: o Network / application requirements, business drivers, Service capabilities, process flows,
and specific areas of concern related to data and security. o Network / application architecture business drivers, technical design, and deployment
procedures. o Network / application systems, controls, policies, and procedures. o Available days and window of hours for testing. o Target identification information (e.g., Devices, IP addresses, hostnames, URLs).
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4.1.5 – Cisco Tools
4.1.5a – Data Collection Tools
Provide certain Data Collection Tools Cisco identifies as appropriate for data collection during the Term of the Services, provided that all fees due and owed to Cisco under this Service Description have been paid. Data Collection Tools may or may not include Hardware or Software. Customer acknowledges and agrees Cisco shall retain full right, title, and interest to the Data Collection Tools. In addition to Cisco-provided tools, the Cisco Services Engineer may utilize Customer-provided data or scripts, Cisco Partner tools, or internal tools to assist in collecting data from Customer Network.
Provide Partner Tool (Software or Appliance) as Cisco deems necessary. Install, configure, troubleshoot, and maintain premise-based Cisco Data Collection Tools on a
Customer-provided virtual machine (VM). In the event that Cisco provides Software hereunder (whether on a Data Collection Tool or
otherwise), Cisco grants to Customer a non-exclusive and non-transferable license to use the Software, in object code form only, on the Data Collection Tool on which such Software is provided hereunder or, if no Data Collection Tool is provided hereunder, on a single Hardware chassis, until the earlier of: (i) the expiration or termination of the service; or (ii) Cisco’s request to Customer that the Data Collection Tool(s) be returned to Cisco.
Provide Data Collection Tools with security patches, when applicable.
4.1.5b – Cisco Cloud Hosted Analytics and Insights Portal
Cisco Data Collection Tool is required to deliver portal features, insights, and recommendations. Unless otherwise specified, conduct up to two (2) hourly Remote collaborative sessions per month
with key Customer personnel to review key actionable insights from the Cisco Cloud Analytics and Insights Portal and determine next steps.
Assist Customer in account creation for the Portal. Make content available for up to five (5) Customer personnel as Portal Administrators. Provide preventative maintenance in accordance with Cisco’s normal maintenance schedules and
procedures. Provide technical assistance to the Customer as Cisco may deem necessary to properly provide the
Portal.
4.1.5c – Cisco OnPrem Analytics and Insights Tool
Provide Cisco OnPrem Analytics and Insights Tool (Software only) as Cisco identifies as appropriate for Network data collection and analysis during the Term of the Services.
Note: Cisco will require access to Cisco-approved and Customer-provided Hardware to install, update, and maintain the Cisco OnPrem Analytics and Insights Software.
Install, maintain, and configure Cisco Network Manager to utilize information from Cisco Data Collection Tool.
Create a customized dashboard view to the Customer in the Network Configuration and Change Management (NCCM) Software.
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4.1.6 – Technical Knowledge Library (TKL)
Assist Customer in account creation for the TKL Portal. Host content and provide preventative maintenance in accordance with Cisco’s normal maintenance
schedules and procedures. Troubleshoot technical issues related to the portal (submit to [email protected]). Provide technical assistance to Customer as Cisco may deem necessary to properly provide the
Services.
4.1.7 – Transformation Management Office
Designate Cisco Transformation Management Office (TMO) Portfolio Manager to act as the primary interface to the Customer for coordinating and managing TMO activities and Cisco resources delivering TMO.
Participate in regular visits to meet with the Customer in person, as determined by the TMO Portfolio Manager, to review project status.
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4.2—General Customer Responsibilities
SECTION NAVIGATION
General Customer Responsibilities includes the following responsibilities, each bookmarked for easier
navigation:
4.2—GENERAL CUSTOMER RESPONSIBILITIES
- 4.2.1 – Limitations - 4.2.2 – Personnel - 4.2.3 – Meetings, Communication, and Collaboration - 4.2.4 – Documentation and Information Requests o 4.2.4a – General Information o 4.2.4b – Network, Application, and Services o 4.2.4c – Design, Testing, and Implementation
- 4.2.5 – Cisco Tools o 4.2.5a – Cisco Data Collection Tools o 4.2.5b – Cisco Cloud Hosted Analytics and Insights Portal o 4.2.5c – Cisco OnPrem Analytics and Insights Tool o 4.1.5d – Platform Insights and Software Lifecycle Management
- 4.2.6 – Technical Knowledge Library - 4.2.7 – Technical Assistance Center - 4.2.8 – Process and Procedures - 4.2.9 – Policies, Access, and Safety - 4.2.10 – Transformation Management Office - 4.2.11 – Service Termination
4.2.1 – Limitations
Customer is solely responsible for the determination and implementation of its Network design, business, regulatory compliance, security, privacy, and other requirements, and Cisco is not responsible or liable for any failure to meet such requirements.
Acknowledge Cisco’s obligation is to provide general assistance with respect to tasks as determined by Cisco and Customer; such assistance is performed under Customer's direction and management, and may result in some or all of the tasks being completed.
Services are provided to Customer in support of initiatives and activities described herein, and Cisco shall not assume any cost or schedule liabilities.
In the event the Network composition is altered after this Service Description is in effect, Customer is responsible to notify Cisco in writing within ten (10) days of the change; Cisco may require modifications to the fee if the Network composition has increased beyond the original pricing in the Quote for Services.
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4.2.2 – Personnel
Designate a program manager (“Customer Program Manager”) to act as the single-point-of-contact to which all Cisco communications may be addressed, and who has an appropriate level of applications and Network experience. Such person shall act as Customer's host for On Site assessment activity to coordinate facility access, conference rooms, phone access, and staff scheduling.
Designate a backup when the Customer Program Manager is not available. Identify a project sponsor with responsibility for completion of the project and the authority to
make decisions concerning execution of the project. Designate a project manager (“Customer Project Manager”) to schedule stakeholder meetings and
fulfill information, data, and Documentation requests in a timely manner as reasonably required by Cisco to perform its responsibilities for the Services.
Provide the Cisco Project Manager with a list of designated Customer roles and responsibilities for the Deliverables.
Designate at least two (2) but not more than six (6) technical representatives, who must be Customer employees in the area of Network engineering, Network support, Network security, Data Center, and Collaboration technologies, to act as the primary technical interface to the Cisco-designated engineer(s).
Designate as contacts senior engineers, stakeholders, and decision-makers to participate, with the authority to make any necessary changes to the Network device configuration. One individual, who shall be a senior member of management or technical staff, will be designated as Customer's primary point-of-contact to manage the implementation of Services under this Service Description (e.g., chairing weekly conference calls and assisting with prioritization of projects and activities).
Provide designated person(s) with instructions on process and procedure to initiate cases and access and engage the Cisco Services Engineer.
Ensure key personnel from business, architecture planning and design, engineering, administrative, operations, and security discipline(s) are available during the course of the Services to provide timely information and participate in scheduled information- gathering sessions, interviews, meetings, and conference calls.
Ensure appropriate business and IT stakeholders participate with Cisco in the presentation, review, and acceptance of Deliverables.
Ensure key stakeholders’ timely review, approval, and execution of recommendations provided by Cisco Services.
Provide designated contact to handle all Cisco Product Security Incident Response Team (PSIRT)-related announcements.
Provide a single point-of-contact to Customer service desk for escalation-related support. For Specialized Knowledge Sessions, Customer is responsible for its own costs incurred for a session
delivered at a Cisco office. If Customer requests a designated remotely delivered session to be delivered onsite at a Customer site, Customer is responsible for Cisco’s costs to deliver the session onsite.
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4.2.3 – Meetings, Communication, and Collaboration
Ensure key stakeholders’ participation with Customer’s business, engineering, technical, security, administrative, and operations personnel during the course of the Services, including meetings, interviews, workshops, and review of findings.
Participate in regular meetings (typically weekly, or as required by the Cisco Project Manager) either via phone or in person to review progress of Deliverables, activities, and plan for next quarter.
Participate in regular conference calls (typically weekly, or as required by the Cisco Operations Manager) for open Cisco Technical Assistance Center (TAC) case reviews.
Provide Cisco with access to suitable office facilities for meetings, interviews, knowledge transfer sessions, workshops, and facilitated sessions for work being conducted at the Customer’s location.
For Services performed On Site, Customer will make office facilities available for Cisco personnel, as necessary. This includes desks with telephone, building access, and appropriate connection to the Customer Network and the Internet.
Utilize communication and Collaboration tool(s) provided by Cisco. If Customer uses non-Cisco-provided Collaboration tools for hosting meetings, managing Documentation, instant messaging, desktop sharing, and collaborative spaces, Customer shall provide Cisco with access.
Create and manage an internal email alias for communication with Cisco. Schedule facilities and equipment required for delivering knowledge transfer sessions.
4.2.4 – Documentation and Information Requests
Provide relevant information to Cisco that is up-to-date and valid for Customer’s current environment; Customer acknowledges that Cisco will rely on such information to provide the Services.
Note: Cisco may include a non-exhaustive list of specific information needed in the Deliverable description sections below, under the heading “Additional Information to be Collected.”
Unless otherwise agreed upon by the parties, Customer will ensure that Cisco’s request for relevant information or Documentation required to provide the Services is provided to Cisco within five (5) Business Days of Cisco’s request, or, if five (5) Business Days is not reasonably practical, Customer will promptly notify Cisco of the date by which Customer will fulfill Cisco’s request.
Respond within three (3) Business Days of Cisco’s request for supplementary Documentation or information, unless otherwise agreed upon by the parties.
Provide feedback, comments, and requests for revisions to Cisco during scheduled conference calls or via written request within two (2) business days of Cisco’s request.
Notify Cisco of and provide requirements and information applicable to the Services and Deliverables, including the following:
4.2.4a – General Information
- Company business goals and strategies, objectives, growth, and metrics guidelines related to the projects and Services.
- Organizational structure, business units, and functions. - Project charter, schedule, and roles and responsibilities. - Upgrades or changes to the design within the last twelve (12) months.
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- Any service level agreements and/or service level objectives for Infrastructure and Application Services including performance, security, recovery time, objectives, and requirements.
4.2.4b – Network, Application, and Services
- Applications and Services running over the Network. - Applications that are mission-critical and Customer’s priority schemes. - Expected Network and Services growth and application mix changes. - Impact of changes in growth / downsizing on capacity requirements, any planned changes in
current business model, or any other issues related to capacity. - Planned changes, new technology applications, or major design changes (short-and long-term). - Plans for business continuance, consolidation (e.g., infrastructure, applications resources), and
virtualization.
4.2.4c – Design, Testing, and Implementation
- How Customer's Network is or is planned to be built and engineered to meet Customer's specific set of technical requirements, including, but not limited to design and scalability goals, security, instrumentation and management, Solution components such as Hardware and Software releases, build-out plans, implementations plans, and test plans as required for specific Services.
- Design documents, planned designs, current and planned traffic characteristics, and further growth requirements including expected changes.
- Customer implementation plans and/or deployment schedules. - Certification and lab testing process for Hardware, Software, Network Services, Application
Services, Security, and Management Solutions. - All necessary information to enable Cisco to perform root cause analysis.
Note: Customer acknowledges that, under these Services, Cisco is not responsible for migrating content (including documents, emails, and reports of Services) to Customer-specific forms, documents, and templates.
4.2.4d – Specialized Knowledge Session
- At least forty-five (45) days in advance of a session provide a list of participants, their role and function as it relates to the focus of the session.
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4.2.5 – Cisco Tools
Provide support to Cisco team to collect needed information for performance and optimization Services that may or may not use automated tool(s).
Provide list of Cisco.com Customer user IDs to be entitled as required to enable access by Customer to any Customer-accessible portal or online component throughout the Services contract duration.
Participate in training and/or feedback sessions with Cisco team to enable Cisco to understand the needs of Customer’s personnel authorized to view content (“Authorized Viewers”) for the Portal.
Note: In addition to Cisco-provided tools and portal(s), the Cisco Advanced Services Engineer may utilize Customer-provided data, scripts, or internal tools to assist in collecting data from the Customer Network.
Specific to equipment and tools for Security Assessment testing:
- Allow Cisco equipment and tools to be placed on and used against the target environment. - Provide Cisco with approval to conduct testing and automated scanning on environments within
the scope of the Services provided (obtained from Digital Profile or provided by the Customer).
4.2.5a – Cisco Data Collection Tools
Ensure that Data Collection Tools or scripts are under lock and-key and with access restricted to those Customer employee(s) or contractor(s) who have a need to access them and/or a need to know the contents of the output of Data Collection Tools.
In the event the Data Collection Tool provided by Cisco is Software, Customer agrees to provide network-connected VM that meets or exceeds system requirements for premise-based Cisco Data Collection Tools.
Remain responsible for any damage to or loss or theft of the Data Collection Tools while in Customer’s custody.
Acknowledge and agrees that Cisco shall retain full right, title, access and interest to the Data Collection Tools and associated Portals, such as but not limited to Cisco Cloud Hosted Analytics and Insights Portal and Cisco Wi-Fi Insights Portal.
If Cisco determines a Partner Tool (Appliance) is required, Customer must provide rack / stack and Network connectivity readiness for such Partner Tool, including cabling and PRI span connectivity and configuration, such as framing and signaling parameters.
Initial Setup (One Time): If Cisco provides Data Collection Tools or scripts located at Customer's site, an initial setup is required, and Customer must perform the following:
- Complete the Data Collection Tools installation and system configuration questionnaire(s) (i.e., IP address, netmask, hostname, etc.) and return to the Advanced Services Engineer.
- Install the Data Collection Tools Hardware in a secure area with controlled physical access. - Connect the Data Collection Tools Hardware to the Network. - Secure the Data Collection Tools behind Customer’s corporate firewall. - Provide access to Data Collection Tool APIs, if Cisco deems necessary. - Provide access to Data Collection Tools for use by Cisco to download Software required to
complete installation and configuration. For Remote access, SSH, Telnet, and/or dial-up are options, but virtual private network (VPN) access to the Graphical User Interface (GUI) is preferred and recommended.
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- Provide Data Collection Tools with SNMP and Command Line Interface (CLI) access to all Product(s) in the Network, which is necessary to facilitate collection of inventory, configuration information, serial numbers, and Product IDs.
- Provide Data Collection Tools with the Network Product list in seedfile format containing SNMP Read Only (RO) community string and CLI (vty/enable or TACACS user IDs / password) for access to all Product(s) in the Network (necessary to create the Data Collection Tools seedfile).
- Provide syslog server and upload information.
Data Collection Tools Management (Ongoing): In the event Data Collection Tools are installed on Customer’s Network, the following items must be performed on a regular or as-needed basis to support the operation of Data Collection Tools in the Customer Network:
- Provide access to Data Collection Tools for use by Cisco to troubleshoot and maintain; for Remote access, SSH, Telnet, and/or dial-up are options, but VPN access to the GUI is preferred and recommended.
- When applicable, provide Data Collection Tools with SSH to the nettools-upload.cisco.com server to support the transfer of Data Collection Tools patches, security patches, and Rules Based Markup Language (RBML) update packages; FTP may be used, but Cisco strongly recommends SSH.
- When applicable, provide Data Collection Tools with HTTPS (SSL) access back to Cisco CCO/CCX servers located at https://nettools-upload. cisco.com; HTTP/FTP/PFTP may be used, but Cisco strongly recommends HTTPS (SSL).
- Notify Cisco about changes made to the Network, such as Product(s) added / deleted and changes made to Product credentials.
- Fix access problems (e.g., Access Control Lists, firewall) that may periodically occur between Data Collection Tools and the Product(s) in the Network.
- When applicable, fix data communication problems that prevent Data Collection Tools from uploading data to Cisco, or which prevent the Remote maintenance of the Data Collection Tools.
- Notify the Cisco Advanced Services Engineer when changes are made to Syslog, DNS, proxy, and gateway servers’ IP addresses.
4.2.5b – Cisco Cloud Hosted Analytics and Insights Portal
Customer is responsible for the use of the Cisco Cloud Hosted Analytics and Insights Portal, and other Cisco-hosted portals that may be provided as set forth in this Service Description, by Customer personnel, partners or others designated by or for Customer. Such use is subject to the Universal Cloud Terms located at http://www.cisco.com/c/en/us/products/universal-cloud-agreement.html, which is incorporated herein by reference.
Customer is responsible for testing access to the Portal interface. Customer is responsible for security, Network connection, IP address assignment, and any required
firewall or Access Control List changes required on Customer’s Network in order for the end users to access the Portal.
Designate and provide list of up to five (5) persons as Portal Administrators to be responsible for management of Portal accounts.
For the Customer Portal Administrators, provide onboarding information as follows: contact name, title, email IDs, email address, telephone number, and email address of primary and secondary team lead or manager.
Participate in collaborative sessions with Cisco to discuss Cisco recommendations. Notify Cisco of any technical support requests or troubleshooting issues related to the Portal.
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4.2.5c – Cisco OnPrem Analytics and Insights Tool
Acknowledge and agree to purchase, install, and make available Cisco-supported Hardware for Cisco OnPrem Analytics and Insights Tool (Software only provided by Cisco) within thirty (30) days of commencement of the Services.
Acknowledge and agree to maintain Cisco-approved Hardware and Hardware support and maintenance contract(s) separate from Services purchased under this Service Description.
Acknowledge and agree that Cisco shall retain full right, title, and interest to the Cisco OnPrem Analytics Software.
Provide, install, maintain, and grant Cisco Remote and physical access to Cisco-approved UCS Hardware that will be used by Cisco to operate the Cisco OnPrem Analytics and Insights Tool; only Cisco personnel will have access to the Cisco OnPrem Analytics and Insights Tool Software.
Customer shall remain responsible for any damage to or loss or theft of the Cisco OnPrem Analytics and Insights Tool while in Customer’s custody. Customer shall ensure that such Cisco OnPrem Analytics and Insights Tool is under lock and key, with access restricted to those Customer employee(s) or contractor(s) who have a need to access the Cisco OnPrem Analytics and Insights Tool and/or a need to know the contents of its output.
Initial Setup (One Time): If Cisco OnPrem Analytics and Insights Tool is located at Customer's site, an initial setup is required, and Customer must perform the following:
- Complete the Cisco OnPrem Analytics and Insights Tool installation and system configuration questionnaire(s) (i.e., IP address, netmask, hostname, etc.) and return to the Advanced Services Engineer.
- Install the Cisco OnPrem Analytics and Insights Tool Hardware in a secure area with controlled physical access.
- Connect the Cisco OnPrem Analytics and Insights Tool Hardware to the Customer Network. - Secure the Cisco OnPrem Analytics and Insights Tool behind Customer’s corporate firewall. - Provide access to Cisco OnPrem Analytics and Insights Tool for use by Cisco to install,
troubleshoot, maintain and produce Deliverables described within the Service Description; for Remote access, SSH, Telnet, and/or dial-up are options, but VPN access to the Cisco OnPrem Analytics and Insights Tool is preferred and recommended.
- When applicable, provide access to the Cisco OnPrem Analytics and Insights Tool to support the transfer of Cisco OnPrem Analytics Software patches, security patches, and RBML update packages.
- Provide Cisco OnPrem Analytics and Insights Tool with SNMP and Command Line Interface (CLI) access to all Product(s) in the Network (necessary to facilitate collection and analysis of inventory, Software, and configuration information).
4.2.5d – Platform Insights and Software Lifecycle Management
Platform Insights and Software Lifecycle Management Deliverables consist of reports and features
provided via the following three (3) delivery types:
Type 1 – Manual or Cisco Data Collection Tool-Delivered Reports: Information is collected and analyzed, and report(s) of the findings and recommendations produced using one or more of the following delivery methods:
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- Questionnaire and/or worksheet
Type 2 – Cisco-Hosted, Portal-Delivered Features and Reports: Information is collected via Cisco Data Collection Tool and analyzed and ongoing actionable insights and recommendations are delivered via Cisco Cloud Hosted Analytics and Insights Portal features and reports.
Type 3 – Cisco OnPrem Tool Delivered Reports: Information is collected via Cisco OnPrem Analytics and Insights Tool and analyzed, and report(s) of the findings and recommendations produced.
For the above Deliverables and Delivery Types, refer to the Cisco Business Critical Services - Foundation
Theme capabilities and Deliverable descriptions, which provide details on the reports, features, and
supported technologies.
For each Platform Insights and Software Lifecycle Management report and/or feature purchased, the
Quote will specify the Delivery Type (e.g., Type 1, Type 2, or Type 3) and the supported technology.
4.2.6 – Technical Knowledge Library (TKL)
Customer is responsible for security, Network connection, IP address assignment, and any required firewall or Access Control List changes required on Customer’s Network in order for the end users to access the portal.
Customer is responsible for testing access to the portal interface. Provide onboarding information as follows: contact name, title, address, telephone number, and
email address of primary and secondary team lead, email IDs, and name of the Authorized Viewers who will need access to the portal.
Install the Digital Rights Management (DRM) Software on as-needed basis, which allows viewing the DRM-protected content on the portal.
Notify Cisco of any technical support requests or troubleshooting issues related to the Services by sending an email to Cisco team at [email protected].
4.2.7 – Technical Assistance Center
Customer's technical assistance center shall maintain centralized Network Management for its Network supported under this Service Description, capable of providing Level 1 and Level 2 support.
Promptly notify Cisco of any known issues, recent outages, and/or Cisco TAC case escalations. Customer is responsible for proactively opening any cases with vendor’s technical assistance center
before or during a change window (e.g., Cisco TAC). Customer is responsible for performing diagnostics with vendor’s technical assistance center (e.g.
Cisco TAC) prior to contacting Cisco Advanced Services Engineer for support. Provide access to any information required by vendor’s technical assistance center to troubleshoot
and resolve an issue; vendor’s technical assistance center is responsible for the resolution and closure of all cases.
Designate person(s) from within its technical support organization to serve as a liaison to the Cisco-designated Engineer.
Provide Customer-designated person(s) with instructions on the process and procedure to engage the Cisco-designated Engineer.
Complete list of contacts, job descriptions, roles and responsibilities, policy and procedures for Customer’s incident handling and escalation process.
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4.2.8 – Process and Procedures
Maintain overall responsibility for any business process impact and any process change implementations.
Specific to Deliverables that support Configuration and Software Change:
- Customer shall ensure configuration and/or Software changes are reviewed and aligned with Cisco best practices and recommendations provided to Customer within the Services, through Deliverables such as Platform Audit and Software Lifecycle Management, prior to a request for Cisco Services Engineer in support of a change.
- Submit a detailed request and schedule to Cisco prior to any request to Cisco Services Engineer for a scheduled change.
- Perform backups of configurations before implementing changes. - Ensure that Customer has an approved change request prior to a scheduled change window. - Provide Cisco with change-window details prior to a scheduled change. - Participate in post-change reviews or post-mortems following a scheduled change supported by
Cisco Services Engineer to assist with the continuous improvement of Customer’s Change-Management process.
- Perform all change-related activities, with Cisco providing Remote support as needed.
Ensure contracts with Customer’s own vendors, end users, and third parties are fully executed and reflect the correct terms to enable Services delivery.
Customer shall notify Cisco of its standard operating procedures related to its business practices, as well as its internal operational nomenclature, in order to allow Cisco to effectively communicate and discuss cases with Customer in the context of Customer’s business environment.
Notify Cisco of any Hardware and/or Software upgrades, scheduled implementation activities or other changes within the Customer environment that might affect the performance of Services and/or Deliverables at least ten (10) days in advance of scheduled change activity or upgrade.
Notify Cisco of any installation scheduling changes at least seventy-two (72) hours prior to the originally scheduled date.
Notify the Cisco Project Manager of any Customer-requested schedule changes at least ten (10) Business Days prior to the scheduled activity, or, if ten (10) Business Days is not reasonably practical, then the Cisco Project Manager will assess the scheduled change and implication upon receiving timely notification from the Customer.
Collaborate at Cisco’s request for Services provided by Cisco to define project scope and project schedule, identify Customer key stakeholders and personnel and their availability, and define work breakdown structure and initiation of project kickoff meeting and/or workshop.
4.2.9 – Policies, Access, and Safety
Provide Cisco with access to appropriate building access and badges, workspace, meeting space, telephone, and LAN access for team members.
Provide proper security clearances and/or escorts as required to access Customer's facility. Supply the workplace policies, conditions, and environment in effect at Customer’s facility. Provide any required safety and security training, if applicable. Provide uninterrupted electronic access (On Site and Remote) to Cisco devices to allow the
designated Cisco Services Engineer to perform any of the following without interruption:
- Analysis of features and configurations.
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- Assessment of security controls implemented. - Assessment of tuning parameters. - Support during a scheduled change.
Provide Cisco with Remote access to the TelePresence Analysis and Reporting Service (TARS) agent(s) through a secure method such as VPN or Collaboration session, such that problems may be diagnosed and corrected remotely.
For Test Services conducted On Site, provide Cisco personnel with access during Standard Business Hours to designated Customer Lab facilities.
4.2.10 – Transformation Management Office
Note: Cisco will require a schedule extension of up to sixty (60) days for any personnel change requests made by Customer.
Customer will implement Cisco’s recommendations on processes, tools, skills and organizational roles to effectively improve its performance objectives.
Understand and agree that Customer is responsible for ensuring that they have the resources available to fulfill the Customer’s obligations detailed herein in a timely manner. In the event that the Customer is unable to provide the necessary resources, or, for any reason whatsoever, is unable to perform its obligations in a timely manner and Cisco is unable to perform the obligations described herein, the Customer acknowledges and accepts that Cisco will not be liable for the completion of any Services (as well as their dependencies) which are dependent on the timely performance of the Customer’s obligations.
Customer executive support must ensure full cooperation from the Customer Steering team to work closely with Cisco team, positively promote the initiative’s benefits, and remove any organizational roadblocks.
Customer steering team shall articulate business expectations and priorities that are clearly understood by the Cisco team and other stakeholders.
Customer’s steering team must facilitate resolution of issues and decision within five (5) Business Days of issues and decisions that cannot be agreed upon or resolved by the transformation governance team.
Serve as the interface between Cisco and all Customer’s departments participating in the project. Provide overall direction and management, including assigning and directing work to Cisco
resources. Resolve deviations from the estimated schedule in conjunction with Cisco Service Delivery
Management resources. Help resolve and escalate project issues within Customer‘s organization. Customer shall perform all Customer-assigned tasks according to the agreed-upon schedule.
Customer shall notify the Cisco TMO Portfolio Manager in a timely manner when tasks will be delayed to jointly assess risks and impact and agree upon a revised completion date.
Authorize in a timely manner tasks that impact resource utilization. Ensure that systems and programs meet the requirements of any applicable country laws,
regulations, and statutes to which Cisco personnel will have access during delivery of Services.
4.2.11 – Service Termination
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Customer must return all associated Cisco materials (Hardware, Software, and Documentation) provided as part of Services to Cisco, immediately upon expiration or termination of Services.
